IT Service Desk Specialist

AL-Mansour Automotive

Job Responsibilities

• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur
• Extract and combine data to generate standard report
• Help manage internal clients by carrying out standard activities and providing support to others
• Help others get the most out of the ticketing system by providing support and advice
• Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure
• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary
• Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business
• Provide fault isolation and resolution to limit and address issues promptly
• Support implementation of required security measures, such as firewalls or message encryption, monitoring performance to notify security experts of any problems
• Use the knowledge management system to access specific information

Required Qualifications & Skills

Technical Skills

• Proficiency in troubleshooting Windows and/or macOS operating systems.
• Knowledge of Active Directory, user account management, and permissions.
• Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Familiarity with networking basics (TCP/IP, DNS, VPN, Wi-Fi).
• Understanding of ITIL principles and ticket management systems (e.g., ServiceNow, Jira, Zendesk).
• Basic knowledge of cybersecurity practices (password management, phishing awareness, endpoint protection).

Soft Skills

• Strong problem-solving and analytical skills.
• Excellent communication (oral and written) and interpersonal skills.
• Customer-service orientation with patience and empathy.
• Ability to work under pressure and manage multiple priorities.
• Attention to detail and strong documentation habits.
• Teamwork and willingness to collaborate with cross-functional teams.